Business and Marketing Education

EXPLORING BUSINESS, FINANCE AND MARKETING

STRAND 5 Hospitality & Tourism Students will explore the Hospitality and Tourism industry and the skills needed to be successful in this important aspect of Utah’s economy. Standard 1 Define each of the four segments and provide examples of each type of business • Lodging : sleeping accommodations for one or more nights • Examples - hotels, motels, campgrounds, resorts, rental properties • Transportation : moving people from one place to another • Examples - buses, taxis, trams, subways, planes, car rentals, ferries • Food and Beverage : preparing meals, snacks, and beverages • Examples - fast food, bars, lounges, food trucks, catering • Recreation and Entertainment : • Examples - zoos, museums, theaters, gyms, sports venues Standard 2 Describe the fundamental skill of customer service in relation to the hospitality and tourism industry. • Atmosphere • Amenities : defined as convenient and desirable features that contribute to the comfort and enjoyment of a hospitality and tourism business • Define elements of atmosphere (lighting, music, space management) • Explore how a positive atmosphere can enhance the customer experience. • Customer service • Introduce the fundamentals of customer service in hospitality • Communication skills - eye contact, body language • Represent professionalism- use appropriate language. Keep emotions in check. • Interpersonal skills - friendly, open, listening skills, approachable • Demonstrate active listening to understand customer concerns. • Punctuality • Guest expectations • Analyze the expectations that customers or guests may have in various settings. • Discuss how marketing efforts influence and shape customer expectations.

• Strategies to encourage guest returns and recommendations • Explore strategies to meet and exceed guest expectations. • Attention to detail • Quality of cleanliness, correctness of order • Consistent branding on all social media and owned media • Easy to use navigation, and visually appealing websites • Adaptability • Adapting to guest needs and preferences • Providing fast and accurate service

• Fulfilling guest requests, providing alternatives • Strategies for dealing with upset customers

Standard 4 Explore the review economy for travel destinations and entertainment choices. • Common Review sites (Google, Yelp!, Trip Advisor, etc) • Explain the effect of a poor review on an hospitality and tourism business.

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REVISED: FEBRUARY 2024